NYC subway station agent leaves booth to assist customers

The New York City Metropolitan Transportation Authority (MTA) is setting up some news changes starting Thursday. According to FOX 5 New York, 2,200 subway station agents are leaving token booths to provide customer service to passengers on the platform.

More details on new metro station agent role

According to the store, station agents will interact directly with subway customers. Agents are expected to assist with directions to passengers, assist customers with ticket machines and assist during service disruptions.

In addition, the store also stated that the station staff would “reeliminates any problems with elevators, turnstiles or quality of life.”

MTA CEO Janno Lieber is said to have frankly shared that having token booths in the metro is “outdated.”

“Currently, MetroCard vending machines process almost all transactions, even with OMNY, even many transactions no longer come to the store. Booth deals are down to 1%.

However, Richard Davey, president of NYC Transit, said that token booths will not be completely removed from the NYC subway infrastructure.

“There will be good reasons for our agents to be in those booths to report, get information about service changes, or delays for example, or just to rest.”

How the MTA is reportedly planning to keep station agents safe

In 2022, the NYPD reported that transit crime has increased by more than 53% since 2021, according to the New York Post. As of March 3, 2023, an updated NYPD report stated that transit crime has dropped 19% so far this year. However, the station agent’s safety concerns remain a top priority for the company.

Richard Davey explains.

“For example, they will be given all phones, so if they have to report a problem they see in the station, they will be able to contact our rail control center or the police. if they need to report something important or urgent. “

In addition, the MTA has also announced that it will open three more Customer Service Centers in the metro. This reportedly includes locations at Fulton Street in Manhattan. As well as Myrtle-Wyckoff Avenue in Brooklyn and 74th Street — Jackson Heights — Roosevelt Avenue in Queens.

Terminal agents located at the Customer Service Center will assist customers there in transitioning to OMNY. According to ABC7 New York, OMNY is “the payment system that is replacing MetroCards.” Furthermore, the system allows passengers to pay for the MTA service through their smartphone or credit card.


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